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Arvato CRM Solutions again named as Leader by Everest Group

Arvato CRM Solutions named as a Contact Center Outsourcing Leader for the second consecutive year in latest Everest Group PEAK Matrix™. The global customer service provider was recognized for the consistency and flexibility of its service, and its ongoing success in expanding its portfolio of clients in high-growth areas such as retail and technology.

Ensuring you perform, helping you transform

Many of the world’s greatest brands trust us to deliver their customer service. Driven by technology, differentiated by experience, we ensure they perform. Powered by our people, we help them transform. We can do this for you, too.

Ensuring you perform, helping you transform

We design, deliver and differentiate customer service on behalf of the world’s most respected brands. This takes technology, because of increasing customer expectations and the opportunity to simplify service delivery. It also takes experience. Global, with a long-term perspective and know-how across the customer journey, we’re your partner for the duration. Above all it takes the right people. Our 45,000 people share an enterprising spirit, that means we’re creative problem solvers. So together, we apply the best technology, draw on deep experience and add value: ensuring you perform, and helping you transform. From 100+ sites, in 27 countries, and in 35+ languages.

Let’s achieve your customer service goals - together

Your requirements – our solutions

Constantly evolving technology is driving up customer expectations. And with customer experience set to become the new competitive battleground, choosing the right long-term partner with the right technology, expertise and people to deliver your customer service goals is essential. Our solutions portfolio draws on over 50 years‘ experience to deliver a differentiated experience for your customers - at anytime, through every device and in the manner they expect of your brand.

We understand your industry, your markets and your customers

We hold leading positions in most industry verticals and in most markets, so we have the experience and solutions to cover your entire customer journey. Particular areas of expertise include Automotive, BFSI, Healthcare, High-Tech, Public Sector, Retail, Telecomms, Travel & Hospitality and Utilities. And we value long-term partnerships - the average length of our client relationships is 10 years.

Differentiating and delivering customer service around the globe

We are global and, if you are too, we meet your demands for a joined-up solution. We grew out of Europe and are adept at embracing your cultural nuances, whatever they are. Across Arvato as a whole, our know-how extends right across the customer journey. We’ll support you with our global contact center network across five continents, 35+ languages, 100+ sites, 27 countries, more than 45,000 people and five research & development centers.

Your career at Arvato CRM Solutions

Customer service is about people. It’s our people that apply technology, draw on experience,
and add value for our clients and their customers. Whether you’re an experienced professional or starting out on your career we can offer you the opportunities, support and room to grow that you’d expect from a global leader.

Explore trends, research, insights & technologies

Trends in Customer Services

Future.Customer.

Customer Service via Mobile Messenger Part 2: Success Factors

Our series on “Customer Service via Mobile Messengers” continues. In Part 2 on Future. Customer., you find out what you should pay attention to in order to be successful in using messaging apps as a channel for customer communication.

Digital voice assistants: it’s not just millennials who are talking with robots

The use of voice assistants is increasing across all age groups. It’s certainly not just the millennials who are talking with Alexa and the other digital helpers. Find out how much different age groups are using the new technology and what that means for businesses.

Customer Service for a Fashion Brand: One Face to the Customer

A consistent and seamless customer service approach across all contact channels? Arvato CRM Solutions offers exactly this service for one of Europe's leading fashion companies – now also including social media.

From Complaints to Compliments: Turn Disgruntled Customers into Fans

End customers get in touch with companies for various reasons every day. And since nothing is perfect, mistakes and misunderstandings are inevitable, and so are dissatisfied customers. Find out how customer service representatives make use of such situations to turn an angry customer into a fan of the company.

Current books reviewed: Disruption and Transformation Management

Digitization is resulting in transformation processes that involve their own unique challenges for companies. In a new book, scientific and practical experts have dealt with the question of how companies can overcome these challenges and even turn them to their advantage.

The Winner Takes it All: The KPIs of Customer Satisfaction

Customer satisfaction and customer experience are increasingly becoming the hard currency in the battle for market share. The truth that brands need to face is this: the winner takes it all, the runners-up are left behind.

Omni-Channel Survey: Insight into Customers’ Preferences

Consumers of all ages now use modern digital communication channels such as chat and social media in order to connect with businesses. This is one of the results of the representative Omnichannel Panel 2018 by Arvato CRM Solutions.

AI and the Internet of Things: the customer experience decade ahead

How will automation transform customer service in the next decade? A new white paper by Arvato CRM Solutions explores how technology is set to transform customer experience. As one of the results, it is expected that employee productivity could almost double as new technologies potentially reduce the amount of time it takes to complete a task by 49 per cent.

Customer experience: Added value for customers and businesses

Messaging apps are among the most popular features of smartphones. Not only can people use them for sending holiday snapshots or making arrangements, they can also be used for customer communication. Find out what makes them so interesting, what you need to consider when using them in customer service, and what their use can look like in practice.

Robotic Process Automation: A more efficient back office

Robots are not always made of metal: Software bots quickly process many processes error-free and the market for Robotic Process Automation (RPA) has been expanding for years. A study by A. T. Kearney and Arvato has researched the impact of this development on companies. One of the results: Just five years from now, RPA will have taken over 41 percent of the financial back-office processes.

Customer Service via Mobile Messenger Part 1: Direct Line to the Customer

Chatbots based on artificial intelligence are becoming increasingly effective and thus more attractive as “digital employees” in customer service. But how do consumers actually perceive these new customer service representatives? Do they recognize the artificial intelligence behind it? And does this artificial intelligence respond appropriately to its counterparts? A new study provides answers.

Recent study: the experience is everything

Today, chatbots, artificial intelligence and other technologies are already helping companies to offer customers an improved shopping experience. But does more technology automatically lead to an improved shopping experience? Or are there other ways to reach that objective? A recent PwC study examined the influence of the “human touch” on the customer experience.

The Smart, Midsize Town of Lemgo

How can the Internet of Things make life more attractive in smaller cities? How can it help to solve the challenges for mobility, the environment and the retail industry? These are the questions being examined by scientists of the Fraunhofer Institute and its partners in the project LemGO DIGITAL. Learn how the East Westphalian town of Lemgo is becoming a living lab for the Internet of Things and what role its residents are playing in the process.

The future of customer dialogue: communication between intelligent systems

Until recently, customer dialogue still meant that a customer would talk to a customer service representative. Today, a bot is sometimes at the other end of the line – and soon, customer bots and company bots will arrange everything between themselves to the satisfaction of the customer. Sounds like dreams of the future? Not for the authors of one of the latest trend analyses. Find out how they view “Customer Dialogue in 2025” and what strategies they recommend for companies.

Where is AI heading? Artificial intelligence in customer service

Automation solutions are commonplace in many industries and they are increasingly based on artificial intelligence. This technology has the potential to change our lives permanently and probably even radically. But what does the future look like for developers, users and consumers?

Study: How customers perceive chatbots

Chatbots based on artificial intelligence are becoming increasingly effective and thus more attractive as “digital employees” in customer service. But how do consumers actually perceive these new customer service representatives? Do they recognize the artificial intelligence behind it? And does this artificial intelligence respond appropriately to its counterparts? A new study provides answers.

The Use of Analytics in Retail: Better Advice at the Point of Sale

Digitization has already irreversibly changed commerce and the way we shop. Today, customers are increasingly expecting customized offers at the point of sale – online and offline. Powerful analytics solutions, based on customer data, can help to improve the shopping experience and to make customized offers.

Study: Consumers do not find customer service good enough

It is generally accepted by now that customer service plays an important role in generating customer satisfaction and loyalty. All the more interesting in this context are the results of a recent study by Arvato CRM Solutions US that reveals a significant difference between the opinions of businesses and consumers regarding service quality.

Presenting Recent Books: The Art of the Customer Relationship

How do you set up a successful CRM for the long term? What possibilities do new technologies offer to systematically access customer data and address the target group? Is the customer really always right? Nils Hafner addresses these and other questions in his entertaining, anecdotal book “The Art of the Customer Relationship.”

Successful customer service: Combining People and Technology

Today, customer dialog is an important success factor for companies. And technological developments are leading to new opportunities and challenges in this area, knows Oliver Carlsen, CEO of Arvato CRM Solutions Germany. What are the relevant trends for the future of customer dialogue? What opportunities does digitization open up? And what are the biggest challenges?

Seeing Eye to Eye with AI

Artificial intelligence systems such as IBM Watson understand language, are capable of learning and are becoming more and more efficient. Yet, until now, these systems were literally blind as they were not able to interpret dynamic visual events. This is now set to change: A research team at MIT is currently working on opening the eyes of artificial intelligence.

Trends and Digitization in CRM 2018: There Is Still a Lot to Be Done

The focus for businesses all around the world is on optimizing customer experience. But to what extent do they use the opportunities offered by digitization – and in what areas? How do especially successful businesses distinguish themselves from the competition?

From Zero to Service in Two Hours: Live Programming of a Chatbot

Have you ever compared car insurance rates? It is quite an effort... That is why Arvato CRM Solutions has now developed a digital solution for comparing and applying for insurance. This means that comparing rates and switching insurance providers can be done via any terminal device with just a few clicks.

Changes in the world of work: Digitization Is Creating New Jobs

Is digitization a curse or a blessing for the world of work – or do neither of these two extremes hit the mark? The topic is discussed with a great deal of controversy, but a current study shows that concerns have frequently played an outsized and largely unjustified role in the discussion.

Change at the touch of a button: Compare and apply for insurance digitally

Have you ever compared car insurance rates? It is quite an effort... That is why Arvato CRM Solutions has now developed a digital solution for comparing and applying for insurance. This means that comparing rates and switching insurance providers can be done via any terminal device with just a few clicks.

Bank customers’ digital customer journey

Nine out of ten bank customers find out about new financial products online, while one in three contracts is concluded entirely digitally – but having real conversations with financial advisors is by no means a thing of the past. Find out how financial institutions can seamlessly combine digital and personal services.

Presenting Recent Books: Customer Experience in the Age of the Customer

Today, most products are easily replaceable. One of the results for businesses is that the customer experience and therefore also customer service are gaining in importance as key differentiators and thus for success.

Digitizing the tourism industry: Where is the (customer) journey headed?

A few years ago, flicking through thick travel catalogues sparked our wanderlust. Today, one in four vacationers get inspiration for their next trip from the internet. What does that mean for the customer journey in the tourism industry? What opportunities does digitization open up for providers?

One effect of digitalization is a reduction in development and operational costs for applications that use artificial intelligence (AI) such as chatbots.Thus, those applications are becoming interesting for more and more companies and can open up another dimension for customer service. In the ideal case man and machine work together side by side.

Presenting Recent Books: Smart City

By 2030, almost 80 percent of Germans will be living in cities. For public administration this is a challenge as well as an opportunity to use digitization to improve humans’ lives, protect the environment, improve public safety and provide fair access to information. This is clearly highlighted by the current book “Smart City”.

e-Commerce Company Amazon Is Entering the Insurance Market

For some time Amazon has been looking in industry networks for insurance experts who would like to participate in starting a new company. Does this mean that another market revolution – or even a disruption - is looming? Will the online shop soon make recommendations like: “Customers who took out our household insurance are also interested in motor and travel insurances”?

Voice assistants in customer dialog: Service on Demand

Voice assistants are becoming part of our everyday lives. They’re easy to use and can keep up with human speech recognition by now. This opens up many new opportunities for customer dialog. One advantage: The digital assistant knows the customer’s personal data and can take it into account during the inquiry.

The customer service of tomorrow in the financial sector

The successful formula underlying the cominvest platform can be summarized as follows: innovative use of modern technology in conjunction with individually tailored services. Learn more about how comdirect bank is bringing the customer journey into line with the needs of consumers and shaping the customer dialogue of tomorrow in the interview “The customer service of tomorrow in the financial sector” with Henning Ratjen of comdirect.

Analytics in the tourism industry: harnessing customer insights

Many tourism companies don’t know much about their customers‘ preferences and needs, although this data is decisive for a targeted customer relationship marketing and customer loyalty. The information derived from the data can be used to generate so called next best actions – recommendations for actions which help the customer service representative to make specific offers.

Chatbots in Digital Customer Communication: Why? Wherefore? And how?

Chatbots can be an enormous asset for businesses. But their integration into customer communications is not so simple. Experts therefore recommend to use large platforms like Facebook, Google or Apple to implement individually developed chatbots.

The Economic Impact of Artificial Intelligence: AI – New Jobs and Major Turnover Growth

Artificial intelligence changes customer relationship management and other company activities. What economic consequences does this have? What impact will the new technology have on companies and their employees?

Robotic Process Automation in Customer Management: Magic with a Lot of Added Value

Can robotic process automation (RPA) optimize and speed up processes in customer management? The services provided by Arvato for a large software and hardware manufacturer provide a good answer: RPA analyzes customer inquiries based on small amounts of data and assigns them to the proper contact person. This way, the globally operating soft- and hardware developer saves a six-figure amount in costs every year.

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